If you were expecting to receive rewards or cashback from a purchase but didn’t receive them, you can report the missing rewards. Go to the transaction and select Report issue to report missing rewards.
Report missing cashback
You can report missing cashback from the Neo app or website. View Neo’s cashback partners to ensure your purchase is eligible for cashback.
Neo app
- Log in to the Neo app
- In the Accounts tab, select your credit card or Neo Everyday account (for the Neo Money card)
- Select the transaction you want to report for missing cashback
- Tap Report issue and follow the instructions
Web
- Log in to member.neofinancial.com
- Click on the Credit or Money from the side menu and select your account
- Select the transaction you want to report for missing cashback
- Click on Report issue and follow the instructions
Check on the status of your missing cashback report
You can view the status of your missing cashback report in your transaction details. Log in, select your account, and select the transaction you reported to see the status of your cashback. Your status will show if your report is still in progress or completed.
Report Asia Miles
Chat with us to report missing Asia Miles. Before you report, you must check that an eligible purchase was made with your Cathay World Elite Mastercard.
Qualifying purchases for rewards
Some purchases may not be eligible for rewards, depending on the merchant, or on the spending limit on your card.
Cashback
The reasons why purchases may be ineligible for cashback include:
- There were no active cashback offers at the merchant
- The purchase falls under an ineligible category
- Monthly spending limit was reached
Here are more details about how Neo’s rewards work and the spending limits for each card.
Asia Miles
Your purchase made on Cathay World Elite Mastercard isn’t eligible for cashback due to:
- No active offers available, or
- A purchase falls under an ineligible category